EP0793374A3 - Video switching system video communications system and method for automatically establishing video communications using a telephonic switch - Google Patents

Video switching system video communications system and method for automatically establishing video communications using a telephonic switch Download PDF

Info

Publication number
EP0793374A3
EP0793374A3 EP97101021A EP97101021A EP0793374A3 EP 0793374 A3 EP0793374 A3 EP 0793374A3 EP 97101021 A EP97101021 A EP 97101021A EP 97101021 A EP97101021 A EP 97101021A EP 0793374 A3 EP0793374 A3 EP 0793374A3
Authority
EP
European Patent Office
Prior art keywords
video communications
agent terminal
acd
video
computer system
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Granted
Application number
EP97101021A
Other languages
German (de)
French (fr)
Other versions
EP0793374B1 (en
EP0793374A2 (en
Inventor
Anthony J. Dezonno
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Rockwell Firstpoint Contact Corp
Original Assignee
Rockwell International Corp
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Rockwell International Corp filed Critical Rockwell International Corp
Publication of EP0793374A2 publication Critical patent/EP0793374A2/en
Publication of EP0793374A3 publication Critical patent/EP0793374A3/en
Application granted granted Critical
Publication of EP0793374B1 publication Critical patent/EP0793374B1/en
Anticipated expiration legal-status Critical
Expired - Lifetime legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N7/00—Television systems
    • H04N7/14—Systems for two-way working
    • H04N7/141—Systems for two-way working between two video terminals, e.g. videophone
    • H04N7/147—Communication arrangements, e.g. identifying the communication as a video-communication, intermediate storage of the signals
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N7/00—Television systems
    • H04N7/16—Analogue secrecy systems; Analogue subscription systems
    • H04N7/173—Analogue secrecy systems; Analogue subscription systems with two-way working, e.g. subscriber sending a programme selection signal
    • H04N7/17309—Transmission or handling of upstream communications
    • H04N7/17318—Direct or substantially direct transmission and handling of requests

Abstract

A video switching system 108 automatically establishes video communications between an agent terminal 110 and a video communications device 104. A telephonic switch, such as an automatic call distributor (ACD) 102, selects which agent terminal 110 receives the video communications and generates reports relating to the video communications. A programmable switch 105 receives an initial request from the video communications device 104 to establish video communications. A computer system 112 detects the initial request and instructs the ACD 102 to select the agent terminal 110 which is to receive the video communications. The ACD 102 selects the agent terminal 110, or an agent associated with the agent terminal 110, using known methods and transmits the selected agent terminal 110 to the computer system 112. The computer system 112 instructs the programmable switch 105 to route the video communications to the selected agent terminal 110. When the ACD 102 receives the instructions to select the agent terminal 110, the ACD 102 begins to collect information relating to the video communications. The computer system 112 detects when the video communications has ended and notifies the ACD 102. In response, the ACD 102 stops collecting information, such as communication time, and makes the agent terminal 110 available.
EP97101021A 1996-01-24 1997-01-23 Video switching system video communications system and method for automatically establishing video communications using a telephonic switch Expired - Lifetime EP0793374B1 (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US08/590,645 US5831665A (en) 1996-01-24 1996-01-24 Video switching system, video communications system and method for automatically establishing video communications using a telephonic switch
US590645 1996-01-24

Publications (3)

Publication Number Publication Date
EP0793374A2 EP0793374A2 (en) 1997-09-03
EP0793374A3 true EP0793374A3 (en) 1999-09-22
EP0793374B1 EP0793374B1 (en) 2007-02-14

Family

ID=24363065

Family Applications (1)

Application Number Title Priority Date Filing Date
EP97101021A Expired - Lifetime EP0793374B1 (en) 1996-01-24 1997-01-23 Video switching system video communications system and method for automatically establishing video communications using a telephonic switch

Country Status (4)

Country Link
US (1) US5831665A (en)
EP (1) EP0793374B1 (en)
CA (1) CA2195899C (en)
DE (1) DE69737333D1 (en)

Families Citing this family (14)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6975708B1 (en) * 1996-04-17 2005-12-13 Convergys Cmg Utah, Inc. Call processing system with call screening
US6058435A (en) * 1997-02-04 2000-05-02 Siemens Information And Communications Networks, Inc. Apparatus and methods for responding to multimedia communications based on content analysis
US6449356B1 (en) 1998-05-26 2002-09-10 Rockwell Semiconductor Systems, Inc. Method of multi-media transaction processing
US6567981B1 (en) 1998-08-03 2003-05-20 Elysium Broadband Inc. Audio/video signal redistribution system
GB2341038B (en) * 1998-08-14 2001-08-15 Nisaba Group Ltd Interactive system for enabling TV shopping
US6259785B1 (en) 1998-08-17 2001-07-10 Siemens Information And Communication Networks, Inc. System and method for dynamically altering digital voice mixing location in ACD silent monitoring
US6577605B1 (en) 1999-06-18 2003-06-10 Viewcast.Com, Inc. System, method and apparatus for automatically distributing multimedia calls
US7062465B1 (en) 1999-08-31 2006-06-13 Verizon Services Corp. Methods and apparatus for providing agent controlled synchronized browsing at a terminal
US6771766B1 (en) * 1999-08-31 2004-08-03 Verizon Services Corp. Methods and apparatus for providing live agent assistance
US7092509B1 (en) 1999-09-21 2006-08-15 Microlog Corporation Contact center system capable of handling multiple media types of contacts and method for using the same
DE69939591D1 (en) * 1999-10-11 2008-10-30 Siemens Comm Inc System and method for dynamically changing the digitized language mixing point without using ACD
AU2001245674A1 (en) * 2000-03-09 2001-09-17 Planetary Television.Com, Llc Method and apparatus for providing interactive video communications services
US7764769B2 (en) * 2004-08-06 2010-07-27 Powerphone, Inc. Integrated call handler and email systems and methods
US8413218B1 (en) * 2009-07-02 2013-04-02 United Services Automobile Association (Usaa) Systems and methods for videophone identity cloaking

Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP0609019A1 (en) * 1993-01-28 1994-08-03 AT&T Corp. Improved audio/video telephone communications
EP0709997A2 (en) * 1994-10-31 1996-05-01 AT&T Corp. Broadband network telemarketing system having agent access and control
US5555297A (en) * 1995-05-18 1996-09-10 Rockwell International Corporation Automatic call distributor reporting system and method therefor
WO1997016014A2 (en) * 1995-10-25 1997-05-01 Genesys Telecommunications Laboratories, Inc. Video telecommunication routing systems and methods

Family Cites Families (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5140611A (en) 1989-09-29 1992-08-18 Rockwell International Corporation Pulse width modulated self-clocking and self-synchronizing data transmission and method for a telephonic communication network switching system
US5533108A (en) * 1994-03-18 1996-07-02 At&T Corp. Method and system for routing phone calls based on voice and data transport capability

Patent Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP0609019A1 (en) * 1993-01-28 1994-08-03 AT&T Corp. Improved audio/video telephone communications
EP0709997A2 (en) * 1994-10-31 1996-05-01 AT&T Corp. Broadband network telemarketing system having agent access and control
US5555297A (en) * 1995-05-18 1996-09-10 Rockwell International Corporation Automatic call distributor reporting system and method therefor
WO1997016014A2 (en) * 1995-10-25 1997-05-01 Genesys Telecommunications Laboratories, Inc. Video telecommunication routing systems and methods

Also Published As

Publication number Publication date
EP0793374B1 (en) 2007-02-14
DE69737333D1 (en) 2007-03-29
CA2195899A1 (en) 1997-07-25
US5831665A (en) 1998-11-03
EP0793374A2 (en) 1997-09-03
CA2195899C (en) 2001-06-05

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